If you wish to make a complaint, please write to us at the following address;

The Compliance Officer

TEn Insurance Services

Unit d1, Regent Park

Summerleys Road

Princes Risborough

HP27 9LE

In the first instance, we will review your complaint and hope to resolve the matter. We will investigate the circumstances regarding your complaint and write to you within two weeks with our response.

If you are not satisfied with our response, or have not heard from us within two weeks, you are entitled to refer the matter to Lloyd’s. Lloyd’s will then conduct a full investigation of your complaint and provide you with a written final response.

If you wish to ask Lloyd’s to investigate your complaint you may do so by contacting:

Lloyd’s Complaints, One Lime Street, London, EC3M 7HA

Email: complaints@lloyds.com

Telephone: 0207 327 5693

Fax: 020 7327 15225

www.lloyds.com/complaints

Following Lloyd’s consideration of your complaint you may (if eligible) refer the matter to the financial Ombudsman Service (FOS) provided you do so within 6 months of the date of Lloyd’s final response. Lloyd’s will send you a FOS leaflet with further information at the appropriate time.

Financial Ombudsman Service

Exchange tower exchange square

London, E14 9SR

Email: complaint.info@financial-ombudsman.org.uk

Telephone: 0800 023 4567

www.financial-ombudsman.org.uk

Making a complaint will not affect your legal rights. If you appoint someone to act on your behalf or if you ask someone else to act on your behalf you must provide us with written authority to allow us to deal with them. You will have to pay their costs.